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January 2025 by Elizabeth E.
So this is my second review of Grasten and it has not improved. After spending $10,000 to 12,000 to buy a Generac at home generator from these guys about 6 years ago, they have done nothing to keep me as a customer. Here's the issues: 1. It takes them well over a week to even call me back to schedule repair. yes, I spent $10000 plus to buy the generator from them, and this is how they treat their customers. The first time that I requested service, it took them 10 days to reply. In my foolishness, I thought I would give them a second chance to respond. Wrong. It's been over a week now, and I have still not received a call to schedule a service call. I should have known better! 2. I signed up for their annual maintenance program when I bought my Generac generator,, but Grasten never notified me when my maintenance program expired. You'd think they would have enjoyed the extra revenue, by calling me to renew the annual subscription before it expired. But they never did. 3. They quoted me $200 for a service call plus $550 to repair my generator which had a short in the control wire. Some people (including me) would call that highway robbery. 4. I called an electrician to fix the problem and I paid him $200 and the problem is fixed. 5. Grasten is no longer accredited by the BBB. Is that because they suck when it comes to customer service? Or do they simply have a different agenda when it comes to customer service? I'd give them a zero star review if I could. All I can say is Buyer Beware!
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November 2024 by Joel D.
Great sales people. HORRIBLE hot mess in their office, scheduling, installing...ANYTHING that requires basic communication and coordination. Prepare to have them require you to be onsite at least 8 times to get the unit installed over the better part of a month (not just because an inspection that didn't pass, but because of sh&t like they are coming out to install a kill switch on the unit, the guy shows up after you take off work and plan to be home, and whoops...he "forgot" the kill switch at the office.) Or they don't call the correct phone number that's on the account so they are leaving a message that they are "coming by on Tuesday" with someone who will not be able to respond or be home. We asked them 3 times to change the phone number, but the old one was left in 3 other places in their system so...) So now the repeat inspection that was scheduled for tomorrow won't happen because the kill switch won't get installed today. "Well, can you come by tomorrow morning early so you can install the switch before the inspectors come?' "Hmmmm, you'll need to call the office for that, they handle the scheduling." Call the office? Hope you have carved out 20 minutes so in between being on hold 7 minutes at a time, your call can be picked up by at least 3 different people who don't know why you called so you get to explain it again. If it's an average day, you'll also get to hear their coworker on speaker phone talking to yet another irritated customer who is calling in to get help on the same kind of BS you called in about. Ahhh, at least it's not you. Grasten is partnered with Costco, so if you request a generator quote from Costco, this is who might come out.
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November 2024 by Avis S.
If I could give them ZERO stars I would. Stay far far away from this company. Installed our generator, but didn't come back to teach us about the generator or install what we needed to be able to look at it on our phone. Phone calls go unanswered. We have a light saying "low coolant" and they will not respond to calls to come out and service the unit. The amount of terrible reviews in the past four months would have been nice to have before we signed a contract in June. DO NOT GIVE THIS COMPANY YOUR MONEY. Now I'm nervous that something we spent so much money on may not work when we need it the most. Totally ridiculous!!!!!
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October 2024 by Jenny L.
We have had a brand new Kohler unit purchased and installed by Grasten since August and it has never worked correctly since install. Now we are at the end of October and nobody can get the unit fixed or even return a phone call. When I spoke to a manger in September, he said the technician would come out with a computer to diagnose the problem, THAT DIDN'T HAPPEN. The technician tried his best, but still does not work. This is a company that was recommended to us, but we will NEVER recommend them. Horrible customer service. They only want the sell, but then....
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October 2024 by Rud M.
I am very frustrated with the lack of response to my request for service on my generator, especially since I have a service contract that includes monitoring. The last time it ran was 9/11. On 9/18, the error "RPM Sensor Lost" occurred. On 10/2, I called and spoke with Kari, who sent me directions on clearing the error and manual running in case the error was a false negative. It did not run on manual, only giving a slight grunt. Since then, Kari has reported this to service numerous times, but no one has contacted me to address the issue. Since my unit is monitored, why has Grasten not detected that the weekly test run has not occurred for weeks?
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September 2024 by David ..
I've had this generator for just over two years, and listened to it perform a self-test every week, like clockwork. I thought this meant all was well. The Grasten tech performed the last service of my two year agreement just a couple of months before a freakin' Hurricane blew the cover of the unsecured (that's right - he neglected locking the cover back down) the interior flooded of the now useless generator. Believe me when I say that standing in the driving rain working out why the thing wasn't running was no picnic. Three attempts to get their attention, which had to be done through support pages and emails since they weren't answering, calls and all I get is "We're too busy to take new customers (??!!)" and "Click here to renew your maintenance agreement." Not one syllable about the original complaint. I am forced to take my business else where they might actually send out a technician to troubleshoot a generator failure - in less than 2 months time.
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September 2024 by clifford conrey
Landon Golden was a wonderful Generator Maintenance guy.
He was so polite, explained everything he was going to do. He offered to have me watch what he was doing as he explained every step of the maintenance procedure. I was very pleased with his service. I would welcome him back again to service our generator.
He rates 10 out of 10 in my books!!!
Thank you Landon Golden for a job well done.
Pat Conrey
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September 2024 by Gail Palumbo
Dennis Brown was great. Very courteous and explained what he was doing. I asked a lot of questions. He also got the app set up when no one else could do it. You have an outstanding employee and I’m so glad he is my technician.
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September 2024 by Roberta Lupa
Grasten Power Technologies service rates a 10. Second check-up after purchasing a year ago. Technician professional . Explained before and after checkup . Answered our many questions . Professional young man.
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September 2024 by Kirk Simonds
Very professional and helpful.
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September 2024 by Danny Wisdom
My service guy was on time and very nice and helpful. Fixed the issue in a timely manner
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September 2024 by G Hamby
Sean is a top notch mechanic. Explained all issues, the path to get the unit fixed, and completed the task in minimal time. He is very personable and knowledgeable, explaining all issues in great understandable detail.
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September 2024 by Frances Hayes
Respectful n polite.
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September 2024 by Darlene Forville
Great job. Excellent communication, great installation. Definitely I would highly recommend
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September 2024 by Linda Griffin
Makay installed the new motor for our Generac generator we purchased last year. He was polite, timely, informative, and friendly - bottom line a pleasure to have here. He worked with another Technition, but I never learned that person’s name. He too, was very efficient and friendly.
We have never had an unsatisfactory experience with the technicians or sales person - however, getting scheduled for service was challenging.
We are wiping this slate clean for everyone’s benefit.
Thanks!
